Customer Support Team Lead

About the role

Next Travel is seeking an experienced Customer Support Team Lead to oversee B2B support operations for travel agents and agencies using our platform. You will guide a dedicated team, ensure high‑quality digital support, and directly influence partner success.

Key responsibilities

• Lead, mentor and develop a high‑performance support team with a partner‑centric mindset.
• Manage end‑to‑end digital support channels, monitor real‑time workloads and maintain SLA compliance.
• Track, analyse and optimise performance metrics to continuously improve service quality.
• Act as escalation point for complex booking issues, platform troubleshooting and high‑priority agency scenarios.
• Create and maintain operational workflows, playbooks, onboarding programs and product training.
• Collaborate with cross‑functional teams to drive systemic improvements and enhance the platform experience.

Required profile

• 3+ years of experience leading support teams in a digital environment.
• Strong understanding of travel or aviation ecosystems.
• Fluent English with excellent communication and people‑management skills.
• Ability to translate KPIs into actionable insights and make rapid decisions under pressure.

Required skills

What we offer

• Leadership role that shapes department processes and partner success.
• Opportunity to work at the intersection of technology and global travel.
• Access to modern, spacious offices and a professional atmosphere.
• Potential to lead cross‑organizational projects and grow within the company.